NCAA Launches Consumer Protection Portal to Revolutionise Aviation Customer Service
The Nigeria Civil Aviation Authority (NCAA) has launched its Consumer Protection Portal, a landmark initiative aimed at safeguarding the rights of aviation consumers in the country.
The launching ceremony, which took place today – Thursday, September 19, 2024, at the NCAA Training Hall in Lagos, had in attendance key officials from the aviation sector, including the Minister of Aviation and Aerospace Development, Festus Keyamo, airline executives, and industry stakeholders.
In his address, the Ag. Director-General of Civil Aviation (DGCA), Captain Chris Najomo, underscored the importance of the portal in promoting safety and boosting confidence of aviation consumers in Nigeria.
Najomo highlighted the core mandates that were handed down upon his assumption of office.
Central to this was the need to align with the Minister’s 5-point agenda, which supports the growth and sustenance of local airline businesses while maintaining the highest international standards across the aviation industry.
According to him, this agenda, which directly ties into President Bola Tinubu’s Renewed Hope Initiative, aims to bolster consumer protection alongside safety, security, and economic stability within the sector.
The Ag. DGCA revealed that the launch of the portal marks the fulfilment of a significant goal under his NCAA Project 2024, specifically the intensification of consumer protection.
He recounted how one of the key performance deliverables for the Director of Consumer Protection & Public Affairs was the activation of the portal by the end of 2024.
With the portal now live, the DGCA expressed his pride in the collective efforts of NCAA staff and the Ministry of Aviation and Aerospace Development that made this project a reality.
“Our collective desire to fulfil this task within this timeline was driven by the need to revolutionise Consumer Protection activities in NCAA, whilst enforcing airlines’ compliance with the regulatory requirements in Part 19 of the Nigeria Civil Aviation Regulations,” the DGCA stated.
The NCAA Consumer Protection Portal is designed to address the myriad challenges that aviation consumers face, from unawareness of their rights to navigating complex regulations and addressing poor service.
According to Najomo, the portal allows consumers to quickly lodge complaints, monitor airline punctuality and performance in real-time, and access important resources on consumer rights.
The DGCA emphasised that this portal is a beacon of transparency and accountability within the aviation sector.
“This platform is not merely a digital space; it is a beacon of transparency and accountability. We aim to create a more equitable marketplace where consumers can confidently engage with businesses,” he noted.
In addition to providing a platform for grievances, Najomo said the portal will serve as a valuable source of data for research and development, facilitating informed decision-making and improving services across the industry.
The Ag. DGCA expressed his gratitude to the NCAA’s team of Consumer Protection Officers, acknowledging their round-the-clock efforts to ensure passenger grievances are addressed promptly.
He also commended the partnership and collaboration with stakeholders who contributed their insights and expertise to the development of the portal.
“Our 207 dedicated Consumer Protection Officers stationed across 23 airports in Nigeria work tirelessly to ensure that passengers’ grievances are addressed speedily,” he said.
As the NCAA continues its commitment to improving consumer experiences in the aviation industry, the DGCA urged all aviation consumers to take full advantage of the new portal and to spread the word.
He stressed the importance of public awareness in fostering a culture of empowerment and vigilance, ensuring consumers are well-equipped to advocate for themselves.
“Together, we can foster a culture of empowerment and vigilance, ensuring that aviation consumers know their rights and have the tools to advocate for themselves,” he concluded.
The launch of the NCAA Consumer Protection Portal marks a significant milestone in Nigeria’s aviation industry, reinforcing the authority’s commitment to safeguarding consumer rights and ensuring a fairer, more transparent marketplace.
